Call Closing Process Quiz

What should be confirmed if the appointment is with a clinician?

• Name of clinician, date and arrival time, type of appointment

• Insurance details

• Patient's medical history

• Payment method

What should be informed to the patient if the appointment is scheduled for a video visit?

• Clinicians sometimes run behind, stay on the line for at least 15 minutes

• The appointment is cancelled

• The appointment is rescheduled

• The appointment is in-person

Who must use the call closing process?

• Doctors and nurses

• Contact Center and Clinical Call Team staff

• Patients

• Insurance companies

What should be advised to the patient for an in-person appointment?

• What to expect, such as extra time and visitor restrictions

• To bring a friend

• To call before coming

• To arrive late

What should new patients do a few days prior to their appointment if they are MyChart Active?

• Log into MyChart to complete eCheck-In

• Call the clinic

• Visit the clinic

• Send an email

What is the first step in confirming what you did for the patient?

• Confirm appointment details

• Send a follow-up email

• Cancel the appointment

• Ignore the patient

What is the purpose of the call closing process?

• Standard scripting and process for closing a call

• Initiating a call

• Scheduling appointments

• Cancelling appointments

What is the first step for a new patient who is not MyChart active?

• Call the hospital

• Activate their MyChart account

• Visit the emergency room

• Send an email to the doctor

What should a patient do a few days prior to their appointment if they are a new patient?

• Complete the eCheck-In process

• Call the doctor

• Visit the clinic

• Send a letter to the hospital

What should you ask the patient to confirm all their needs have been addressed?

• Is there anything else you need?

• How else can I help you?

• Are you satisfied with the service?

• Do you have any complaints?